Let's make a deal

I'll not post any more junk on your website here and even buy ANOTHER box (just got your robo call threatening me that I need to buy a new box or my service 'may not work'. You guys related to the mob by any chance?), stop popping junk messages up on my TV.

Re: HD Enhanced Program

iGuide is not discontinued, but Comcast will no longer be actively upgrading it. It will mainly just be maintained. There are way too many older SD boxes that still need it, and not everyone likes some of the features you lose with X1 (native resolution, swapping tuners.)

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Re: The new Cable Boxes.

I just got the channel 1995 today, but it says not authorized, I have RNG150, RNG150N, and the SA HDC4250. So I guess Comcast is getting ready to do it in New Jersey.

I spoke to an Xfinity store manager and was told that Comcast is rolling out MPEG4 in the Garden State market first, then the Ocean County market next. Garden State market is in beta test and Ocean County system is in alpha test. It should all be completed by the end of Q4. One of the benefits of MPEG4, according to the store manager, is that it will help with Comcast delivering of 4K UHD content, as well as when they release the wireless set top boxes. According to the manager there will be an abundance of emails and letters and television commercials leading up to the complete rollout. I'm hoping some kindhearted Comcast employees can verify this schedule, steps and procedures?

Some good information in the first post of this thread, re-posted below:

What is the program:

The HD Enhanced Program is an initiative to exchange older model HD equipment in a customer's home with a newer model. We are swapping out several models of MPEG-2 set-top boxes across the Comcast footprint. These boxes are replaced with MPEG-4-capable boxes in order to provide XFINITY TV customers with an HD-enhanced experience.

What’s happening: We are beginning to migrate HD channels to a new format that enhances the viewing experience by providing customers with better picture quality.

How we will contact you: Letters, emails, TV Alerts. If you don’t hear from us you are all set.

Important things to note:

There is no charge to replace your boxes via Self Install Kit- we’ll ship it for free and installing it is easy.

You bill with not go up- we aren’t adding any services- simply swapping out an old box for a new box

Not all boxes in your home need to be swapped- check Channel 1995 to see which ones

You can return your old boxes at UPS Store (simply bring the boxes in- no box or label required) or Xfinity Service Center. Or, if you have someone come to your house to install, they will take the boxes with them.

How do you know if you need to swap: If you don’t get a letter from us, you are all set. If you want to double check, go to Channel 1995

How to get the alerts to stop: We are contacting you to make sure you don’t lose access to HD Channels. If you want to turn off the alerts please see the below. Please note- the alerts will not appear, but you still need to exchange your box.

Scroll down to Service Notifications, then use the rightor left arrow keys to turn them On or Off.

Availability: The program is not occurring in all markets. Please tune to Channel 1995 to see if swap options are available for you. If you don't see the channel or see a blackscreen, please wait until you receive a letter with your information on this when this is happening in your area.

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Re: The new Cable Boxes.

See here's the confusion, another Comcast employee I spoke to on here this morning said " All customers, regardless of current equipment, will receive a letter notifying them to call us or go to Channel 1995." but you're saying that only customers with incompatible equipment would be contacted and if they aren't then they're good to go. So which is it? From reading all these posts over the past year, where customers are having issues with ordering equipment multiple times that never arrive after waiting a month, having billing issues, getting equipment that isn't compatible with their setup, or getting equipment that is beat up, it just seems to be that it'd be simplier to just go to a local service center and do the swap in person. Granted, I know that for many customers those service centers are not convienantly located and may require driving quite a distance, but it does seem to be the best solution as to avoid those aformentioned problems and headaches.

Re: HD Enhanced Program

@FAUguy wrote:Any news on the Deerfield/Pompano Beach FL area for MPEG-4?

So earlier this week the Internet service was down. After I noticed my Netgear CM600 had 20 bonded channels instead of 16. Now today I see that channel 1995 is on my three DCX boxes. How do we know if MP4 is now active here, and which channels are using it?

Re: HD Enhanced Program

If the channels just appeared, you probably have a month or two. The easiest way is to just watch a non-sport, non-broadcast HD channel for awhile and see how big the buffer gets (hit DAY+ to pop up the timebar without pausing.) If the buffer goes back over an hour (typically up to 1:20-1:30) it's most likely MPEG4.

Re: HD Enhanced Program

If the channels just appeared, you probably have a month or two. The easiest way is to just watch a non-sport, non-broadcast HD channel for awhile and see how big the buffer gets (hit DAY+ to pop up the timebar without pausing.) If the buffer goes back over an hour (typically up to 1:20-1:30) it's most likely MPEG4.

On my DCX3400M box, I've always had about 2.5hr SD live buffer, and 20-40 min HD buffer (depending on the HD channel).

Re: HD Enhanced Program

I just want to add that on the X1, I get an hour of live buffer on both HD and SD MPEG2, and on the TiVo, I get 30 minutes of live buffer on both HD and SD MPEG2. Looking forward to seeing if this changes with MPEG4.

Re: Let's make a deal

I'll not post any more junk on your website here and even buy ANOTHER box (just got your robo call threatening me that I need to buy a new box or my service 'may not work'. You guys related to the mob by any chance?), stop popping junk messages up on my TV.

Thanks.

Apologies for the experience that you described above. Some good information in the first post of this thread, re-posted below:

What is the program:The equipment exchange is an initiative to exchange older model HD equipment in a customer's home with a newer model. We are swapping out several models of MPEG-2 set-top boxes across the Comcast footprint. These boxes are replaced with MPEG-4-capable boxes in order to provide XFINITY TV customers with an HD-enhanced experience.

What’s happening: We are beginning to migrate HD channels to a new format that enhances the viewing experience by providing customers with better picture quality.

How we will contact you: Letters, emails, TV Alerts. If you don’t hear from us you are all set.

Important things to note:There is no charge to replace your boxes via Self Install Kit- we’ll ship it for free and installing it is easy.You bill with not go up beacuse of this - we aren’t adding any services- simply swapping out an old box for a new boxNot all boxes in your home need to be swapped- check Channel 1995 to see which onesYou can return your old boxes at UPS Store (simply bring the boxes in- no box or label required) or Xfinity Service Center. Or, if you have someone come to your house to install, they will take the boxes with them.

How do you know if you need to swap: If you don’t get a letter from us, you are all set. If you want to double check, go to Channel 1995

How to get the alerts to stop: We are contacting you to make sure you don’t lose access to HD Channels. If you want to turn off the alerts please see the below. Please note- the alerts will not appear, but you still need to exchange your box.

Press the Menu button on your remote control.Highlight Main Menu and press OK.Using the arrow keys on your remote, highlight Interactive TV and press OK.Using the arrow keys on your remote, highlight Notifications and press OK.Scroll down to Service Notifications, then use the right or left arrow keys to turn them On or Off.

Availability: The program is not occurring in all markets. Please tune to Channel 1995 to see if swap options are available for you. If you don't see the channel or see a blackscreen, please wait until you receive a letter with your information on this when this is happening in your area.

I am an Official Comcast Employee.Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.Was your question answered? Mark the post as Best Answer!

Re: HD Equipment Swap Program (MPEG 4)

HI All, recently there have been a lot of questions regarding this an as a result I decided to make this post.

What is the program:

The HD Equipment Swap Program is an initiative to exchange older model HD equipment in a customer's home with a newer model. We are swapping out several models of MPEG-2 set-top boxes across the Comcast footprint. These boxes are replaced with MPEG-4-capable boxes in order to provide XFINITY TV customers with an HD-enhanced experience.

What’s happening: We are beginning to migrate HD channels to a new format that enhances the viewing experience by providing customers with better picture quality.

How we will contact you: Letters, emails, TV Alerts. If you don’t hear from us you are all set.

Important things to note:

There is no charge to replace your boxes via Self Install Kit- we’ll ship it for free and installing it is easy.

You bill with not go up- we aren’t adding any services- simply swapping out an old box for a new box

Not all boxes in your home need to be swapped- check Channel 1995 to see which ones

You can return your old boxes at UPS Store (simply bring the boxes in- no box or label required) or Xfinity Service Center. Or, if you have someone come to your house to install, they will take the boxes with them.

How do you know if you need to swap: If you don’t get a letter from us, you are all set. If you want to double check, go to Channel 1995

How to get the alerts to stop: We are contacting you to make sure you don’t lose access to HD Channels. If you want to turn off the alerts please see the below. Please note- the alerts will not appear, but you still need to exchange your box.

Press the Menu button on your remote control.

Highlight Main Menu and press OK.

Using the arrow keys on your remote, highlight Interactive TV and press OK.

Using the arrow keys on your remote, highlight Notifications and press OK.

Scroll down to Service Notifications, then use the right or left arrow keys to turn them On or Off.

Availability: The program is not occurring in all markets. Please tune to Channel 1995 to see if swap options are available for you. If you don't see the channel or see a blackscreen, please wait until you receive a letter with your information on this when this is happening in your area.

Hi, I have a few of questions about this program. Just got my Channel 1995 authorized in the Garden State Market. Went to it on my need to be upgraded box, it says you guys will send X1 boxes to upgrade the whole house to X1, I have 4 boxes 1 SA4250HDC, 2 RNG150, and 1 RNG150N. Is this true that you guys would send out boxes to replace all of the boxes with X1? Also, would it still be the same $9.95 per box per month fee for renting the boxes from you guys? Also, is the one-time upgrade to X1 for current customers fee waived during this period?

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Re: HD Equipment Swap Program (MPEG 4)

Hi, I have a few of questions about this program. Just got my Channel 1995 authorized in the Garden State Market. Went to it on my need to be upgraded box, it says you guys will send X1 boxes to upgrade the whole house to X1, I have 4 boxes 1 SA4250HDC, 2 RNG150, and 1 RNG150N. Is this true that you guys would send out boxes to replace all of the boxes with X1? Also, would it still be the same $9.95 per box per month fee for renting the boxes from you guys? Also, is the one-time upgrade to X1 for current customers fee waived during this period?

You don't have to upgrade to X1 if you don't want to, despite the very heavy push to do so. You may still need to upgrade older boxes to support MPEG4.

Re: HD Equipment Swap Program (MPEG 4)

Hi, I have a few of questions about this program. Just got my Channel 1995 authorized in the Garden State Market. Went to it on my need to be upgraded box, it says you guys will send X1 boxes to upgrade the whole house to X1, I have 4 boxes 1 SA4250HDC, 2 RNG150, and 1 RNG150N. Is this true that you guys would send out boxes to replace all of the boxes with X1? Also, would it still be the same $9.95 per box per month fee for renting the boxes from you guys? Also, is the one-time upgrade to X1 for current customers fee waived during this period?

You don't have to upgrade to X1 if you don't want to, despite the very heavy push to do so. You may still need to upgrade older boxes to support MPEG4.

I know. I was considering X1 just so I can the newest of the new instead of staying with RNG150 and RNG150N being the only reason my questions came up, to help me consider it and to verify what channel 1995 is saying is true about a whole home upgrade.

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Re: HD Equipment Swap Program (MPEG 4)

Hi Mr. Weaver ---

Why couldn't Comcast post information on its website regarding which channels have been converted to mpeg-4 for each service area? Or would that take too much time away from IT staff who are tasked with embedding advertisements in every nook and cranny of the xfinity website?

Re: HD Equipment Swap Program (MPEG 4)

Sadly I do not know. Since I don't work for Comcast I won't even know which channels it will happen to. It would be nice to know because if the channels I will lose on the box are the ones I don't care about then I would do nothing. All I know is that the HD stations staying at the current should be local stations. I was hearing something about some sports stations may remain too. Which ones you may ask? I'm not sure. I wish they would say it in the letter and/or emails I should be getting soon.

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Re: HD Equipment Swap Program (MPEG 4)

I doubt there will ever by any official report on what channels will or won't be MPEG4. Some of it may be up to agreement with the various media companies. I'd guess even local broadcast and the sports channels would eventually convert if the conversion is shown to not adversely affect them. Odds are, they will probably be less compressed and delayed compared to the normal channels. As it is, most of them are only 2 HD per QAM for MPEG2, versus the 4 that standard cable channels are normally set up.

Re: HD Equipment Swap Program (MPEG 4)

@jweaver0312 wrote:Sadly I do not know. Since I don't work for Comcast I won't even know which channels it will happen to. It would be nice to know because if the channels I will lose on the box are the ones I don't care about then I would do nothing. All I know is that the HD stations staying at the current should be local stations. I was hearing something about some sports stations may remain too. Which ones you may ask? I'm not sure. I wish they would say it in the letter and/or emails I should be getting soon.

If you watch any HD channels, you'll be losing them if you don't upgrade to new equipment. Comcast isn't picking and choosing which HD channels will be switched to MPEG4 and which will stay MPEG2, it's all of them, over a slow rollout, several at a time, until they're all switched over. Local broadcast stations, such as CBS, NBC, Fox, ABC, CW, PBS in your market is unknown, but I wouldn't count on them staying MPEG2. Are you saying you only watch those channels? From what I've been told, the garden state market this should be starting sometime in November, unless schedules change. It's recommended to swap out you're equipment ahead of time so you aren't affected when the changover begins. Unless I'm mistaken, the equipment you listed are not DVR's. Getting X1 will require you to pay at least the DVR fee, which I think is $10 per DVR. Getting one X1 DVR gives you six tuners and recording capabilities, and then you can get three client X1 boxes.

I have one X1 DVR and one cablecard, and I'm only paying $9.95 once for the HD tech fee, so I'm not sure Comcast is going to charge you the HD tech fee for each box. I'd strongly recommend contacting the customer retention department so they can go over your options.

Re: HD Equipment Swap Program (MPEG 4)

No I do not have any DVR services nor do I want DVR but I know I can still get X1 without DVR. I was just wondering since the current fee for additional outlets for tv in my triple play are $9.95 per additional outlet per month if that would stay the same along with channel 1995 saying I can have the whole house upgraded also just wondering I won't be slammed with an X1 upgrade fee. As far as I heard of Garden State is supposed to be the first market doing it but I guess they are trying to give me time to switch equipment before anything actually happens. I have the highest package that doesn't include DVR. The old HD Preferred Plus before CC stopped offering it for new customers. My plan is where the HD tech fee is included but only one box is included and then I have to pay $9.95 per box per month additional. Also according to earlier posts I shouldn't get charged for additional services such as the DVR fee because I don't subscribe to or need DVR.

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Re: HD Equipment Swap Program (MPEG 4)

Being able to get X1 without DVR service is news to me. I'd definitely recommend contacting customer retention with these questions. I, along with many others I've spoken to, have had huge success with that department when getting bills lowered, upgrading service, and getting accurate information. When I upgraded my service, that department was very helpful, even waived my upgrade fee.

The schedule I was given for the Garden State system was notices for the MPEG4 rollout started on the 9/15 and the changes are expected to start around 11/14. Of course, like anything with Comcast, this is subject to change without notice. In any case, I wish you success in your adventure.

Re: HD Equipment Swap Program (MPEG 4)

I always knew it was possible without DVR. Not all plans include DVR yet all of them include the X1 equipment.

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Re: HD Equipment Swap Program (MPEG 4)

Can I receive either a PM or reply from a Comcast employee over the questions I posted earlier?

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Re: HD Equipment Swap Program (MPEG 4)

I'm personally staying with my DCX3400M DVR and two DDCX3200M nodes, as I installed a 2TB expander drive on it last year. The only way I would change to an X1 DVR is if the internal drive was larger, or they allowed the use of an external expander.

Even with my DCX3400M box, there is no way to tell if any HD channels are now MPEG4, as it has been a few weeks since channel 1995 showed up.

Re: HD Equipment Swap Program (MPEG 4)

I ordered a replacement for my SA STB and yesterday a big box showed up with an X1 box, a satellite box, and a new modem/router

All I wanted was the new replacement for the SA box.

Can I return all this and just get what I need? Or, am I forced to go to X1?

Yes, you can return the equipment as X1 is a user's CHOICE to upgrade to wherein the MPEG4 upgrade is mandatory. The Agent may have not understood your situation and sent the X1 product by mistake. Call back and explain what hapened and request the MPEG4 upgrade be resent to you.

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Re: HD Equipment Swap Program (MPEG 4)

No, the X1 product is available as a SIK, but I would reccomend anyone upgrading to X1 to have a TECH install the product due to its more stringent signal requirements.

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Re: HD Equipment Swap Program (MPEG 4)

I'm personally staying with my DCX3400M DVR and two DDCX3200M nodes, as I installed a 2TB expander drive on it last year. The only way I would change to an X1 DVR is if the internal drive was larger, or they allowed the use of an external expander.

Even with my DCX3400M box, there is no way to tell if any HD channels are now MPEG4, as it has been a few weeks since channel 1995 showed up.

Slow rollout of the MPEG4 channel switch. Probably over a period of a month or two.

Re: HD Equipment Swap Program (MPEG 4)

So with process of MPEG4 starting now on the Garden State, NJ system and should be completed by 11/15/2016, how long will it take to see New HD channels added??? Also why is thread backwards and starts with most recent post on page 1?

Re: HD Equipment Swap Program (MPEG 4)

Regarding the order fo the thread: Sign in, then under the thread title, click "options" and choose "oldest to newest" so the oldest posts begin on page 1. My thought is maybe the reason why the newest posts show up in the front when not logged in or by default when logged in is so that those looking for answers will see the most recent information as soon as they go to the thread?

I'm also from New Jersey, and was told that Garden State and my market are on essentially the same schedule. From a schedule I was given the first wave of MPEG4 channels starts on 11/14.

Re: HD Equipment Swap Program (MPEG 4)

So with process of MPEG4 starting now on the Garden State, NJ system and should be completed by 11/15/2016, how long will it take to see New HD channels added??? Also why is thread backwards and starts with most recent post on page 1?

I'm in the Chicago area, where the transition finished months ago... no new HD channels have been added.

Re: HD Equipment Swap Program (MPEG 4)

Can anyone tell me which channels have been converted to MP4 in the Olympia, WA service area? Is that considered to be part of the Seattle service area? I can't find any that are MP4, but the transition was supposed to start in late August.

Re: HD Equipment Swap Program (MPEG 4)

So with process of MPEG4 starting now on the Garden State, NJ system and should be completed by 11/15/2016, how long will it take to see New HD channels added??? Also why is thread backwards and starts with most recent post on page 1?

I'm in the Chicago area, where the transition finished months ago... no new HD channels have been added.

Re: HD Equipment Swap Program (MPEG 4)

Mike are you able access your dvr's via you're PC. I too am keeping my 3400's I have 5 but xfinity/CC changed the guide to accomadate X1 box owners, they did it to me here in SE Mi. and I can't access my DVR's remotally anymore, I call CC and was told they were working on it, it, being me getting back my old guide that I used to get to my DVR on demand etc...I do not want to give up my 3400's ans was quite happy with my set up.

Re: HD Equipment Swap Program (MPEG 4)

I can finally confirm, after many weeks of anticipation and no specific information forthcoming from Comcast, that the conversion to MPEG-4 is underway in the Seattle area (I am in Olympia) I chose to record the 3td and final Clinton-Trump debate on MSNBC and discovered that not only is it MPEG-4, but that the picture resolution has been downgraded to 1280 X 720 at 59.94 fps. Until very recently, Comcast had been streaming MSNBC in MPEG-2 in 1920 X 1080 at 29.97 fps. I find this DOWNGRADE IN PICTURE QUALITY to be disturbing and disappointing. I do not know how many other channels besides MSNBC have been flipped to MPEG-4 so far, but I assume that many, if not all, will be DOWNGRADED as well in this process. Comcast has been promoting this whole effort as an "upgrade" because it will allow them to pack more channels into the pipe, but be aware that this will be happening at the expense of picture quality.

Re: HD Equipment Swap Program (MPEG 4)

What l'm seeing on the internet sites is that they are saying 720p performs better than 1080i. 720p is displays full picture while 1080i does not. So comcast is doing as good I think by increasing the frame rate motion to 60. Right now the motion doesn't look good. So espn looks good on 720p while cbs, nbc, pixalate with their 1080i interlaced broadcast on fast action sports. Fox channels are on 720p but don't look as good because the reason I think they are on mpeg2 while espn broadcasts on mpeg4 that must make a difference. So even on your smartphone when you change the frame rate from 30 to 60 you will notice great motion picture. I can't wait to se how 60 framerate in a second will look on tv, it should look much smoother. Onother example when I watch mtv live which is 1080i I notice pixelation on fast moving image again 1080i fails in my olinion. But still picture may look good while fast moving action does not.

Re: HD Equipment Swap Program (MPEG 4)

Only better if you are viewing those resolutions from the native source. If CBS is native 1080i, then Comcast transcodes to 720p, then the TV you use upscales to 1080p or worse, 2160p, then you are viewing some degraded content.